Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Database Administration · Systems Engineering

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Sr Administrator (Support & Operations) in Lucknow, India, to provide advanced technical support, troubleshooting, and root cause analysis. This role involves resolving complex incidents, managing knowledge bases, training junior staff, and ensuring customer satisfaction while adhering to SLAs and security standards.

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements

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Other Requirements

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